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Head of Customer Service

Job Description

Mission/Position Headline:

Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.

Areas of Responsibility:

  • Implements defined superior policies and guidelines, and defines and ensures implementation of function specific processes, procedures, methods and/or tools.
  • Ensures the delivery of services on an operational level with respect to process adherence, service quality, and profitability.
  • Implements workforce development measures. 
  • Region Indonesia coverage, align with SE GP I SO Customer Service strategy, especially for customers with Industry of Fiber, Oil & Gas, others

Dimension of Function/Volume:

  1. Achieve overall Financial target: Business Volume / BV of I SO CS portfolio (OI, Revenue, Gross Profit, EBIT) in FY22.
  2. Achieve improvement or increment of quality of specific business process, method, or service operations activities & customer satisfaction: Offer handling with higher hit ratio for spare parts, on-call service, expand & create more service business opportunities and new portfolios such as: digital service, service contracts, etc,  Customer satisfaction feedback with best result, EHS, Business ethics compliance.
  3. Focus on customer, such as: customer engagement, customer proximity
  4. Focus and develop personnel team development, such as: leadership, consultative selling skill, communication skill, people orientation, get close exposure with HQ, etc.

Contacts (internal/external):

  • Internal: Management, Sales, Operation Center, Logistics, Cross BUs
  • External: End-customers, HQ, factories, 3rd party /vendors

Requirements:

  • Preferably has experiences in service and project business at relevant Industry market for more than 5 years (Level 3), has management / organizational / business cycle experience and leadership skill with a proven good track record, has good working experiences and cross functions in international company.
  • Preferably has University degree in Engineering (Electrical, Instruments, Mechanical, Process Industry, Chemical, IT) – minimum Bachelor degree. Has international development training track records are benefit. 
  • Applicant willing to travel across country / mobile mode, 24h/7 available time to serve customer at urgent circumstances (if any), in healthy conditions / has no specific illness. 




Organization: Siemens Energy

Company: P.T. Siemens Indonesia

Experience Level: Experienced Professional

Job Type: Full-time

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